Troubleshooting Dermi Atlas

Find the Article for a Symptom

Each article is organized by what appears on screen, with messages quoted as Dermi Atlas Manager and Dermi Atlas Professional show them.

• Atlas Manager installation: the installer is blocked, the license key is refused, a start-up error screen appears, or the admin passphrase is lost.
• System updates: an update fails, no update is offered, or Atlas Manager reports "The last update did not finish."
• Network and connectivity: Atlas opens on the host computer but not on other devices, or its address stops working.
• Account and sign-in: sign-in is refused, an invitation cannot be claimed, a two-factor code is rejected, or a session ends.
• SSL certificates: the browser warns that the connection is not private, or the certificate has expired.
• Docker and system requirements: Docker is not detected or will not start, or a memory or disk space requirement is not met.
• Atlas installation and start: Atlas fails to install or start, or the Container Status card reports errors.
• Licensing and subscription: the license is not active, seats run out, or Atlas shows "License expired".
• Real-time sync: changes do not save, or devices do not show each other's changes.
• Backup and restore: a backup or restore fails, or the last restore did not finish.
• Image storage: images fail to upload, load, or rotate.
• Email delivery: verification, recovery, or invitation emails do not arrive.
• Performance: Atlas or image uploads are slow.

Many fixes are made in Atlas Manager on the host computer. On a tablet or another computer, the person who manages Atlas Manager carries out those steps.

Get Help from Atlas Manager

Support in Atlas Manager sends Dermi the details needed to diagnose a problem. It is available in the sidebar, in the Help menu, beside a failed operation, and on the start-up error screens.

1. Select Support, then Send Diagnostics. The drawer lists what is sent before anything leaves the computer.
2. Add a message if useful, and select Send.
3. Copy the reference shown under "Diagnostics sent", for example DERMI-1234-5678.
4. Select Contact Support to open the contact form on dermi.ai, or email support@dermi.ai, and quote the reference.

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When Atlas Manager has no internet connection, has not completed its registration, or cannot reach its background service, Open Logs Folder takes the place of Send Diagnostics. Attach the files in that folder to an email to support@dermi.ai.

A failed operation also shows a copy button beside Support that copies the failure text; paste it into the message. Typical response within 24 hours.

For what a diagnostics send contains and how long Dermi keeps it, see Data Security Architecture.